POLY SAVID UC HEADSET 8210 ISSUES

[eleni7]

Hi can someone help me please? I purchased a poly savi headset 8210 expensive, and have only been using it for a few weeks. When on calls , I am on a call center, the caller hears blank silence when I am quiet and looking something up for them and think i am NOT there !! they say hello hello i say hello hello can you hear me and for a second, they can't hear me at all!!  I don't know why this is happening, as its very frustrating, and the line also breaks up when they do end up hearing me and I have to repeat myself a few times before they can actually hear me.  I am not sure what is happening, but it is extremely frustrating.  Also, teams has a problem has different tones on different chat messages rather than the same tone and it changes constantly 

[eleni7]

ITS A poly savi 8210 UC headset with usb 

[M_Salman]

Hi @eleni7, Welcome to Poly HP Support Community.  
 
I'm sorry to hear about the issue you're experiencing with your Savi 8210 UC headset. I understand how important it is to have your headset working smoothly, and I'm confident we can get it sorted. Here are a few steps that may help resolve the issue:
 

1. Please check and update the headset firmware using the Poly Lens application on your PC.
2. Adjust the ANC settings of the headset and test it again to see if the issue persists.
3. Try unsubscribing the headset from the USB adapter and then resubscribe it. You can refer to the user guide for more detailed instructions on how to do this. Here is the user guide link.
   pdf_9510800_en-US-1.pdf

If the issue still persists, I would request you contact our HP Support, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[eleni7]

Hi Salman, thx for replying.  In regards to the app I have the Plantronics Hub installed which was advised upon purchase... the updates are current so no updates needed as per the app or firmware.  Is this the right app to use? or has it now changed to poly lens? we also tried to uninstall the Plantronics & reinstalled hub but updates are current there to ( still having the same issues).. then we installed the poly lens and put back the Plantronics hub( both still doing the same issue.   the Plantronics hub seems to cause issues when open so i have to close down each morning.

My IT has tried so many things and its still not fixing the issue !  can you advise 1st what app is suppose to be current for this headset please? I will then ask re the usb adapter to my IT support. I work in a call center environment and this headset is causing grief and paid so much for it. Your response and assistance is appreciated ! ive had this headset for 1year now and this has just started to happen over the last few months

[M_Salman]

Thank you for your response, @eleni7.

Poly Lens is indeed the recommended app for managing your headset. Poly Lens provides better support for device settings and firmware updates, and it is fully compatible with the Savi 8210 UC headset. Kindly uninstall the Plantronics Hub application and install Poly Lens and test the headset.

If the issue still persists, I would request you contact our HP Support, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[eleni7]

Hi Salman, uninstalled Plantronics hub, installed poly lens ( v limited options mind you) and no option to hear a tone. the same thing is happening which is as above

1. teams doesn't ping stops 

2. my soft phone doesnt ring

this all seems to happen when app is open even when i close down if not using headset it goes into idle then when i get a team ping or soft VoIP call is silent - once it wakes it pings then it goes back and does the same thing yet again. Its extremely frustrating for a headset i paid AUD400 for.  the usb unsubscribe also did nothing. I work remotely and need to hear this pings for work why cant this be fixed from poly? the settings should have a option to use pings from teams and the normal ping from my voip phone.. your assistance is appreciate. can you also advise if the earlier version i think 3.22? you have a link for please for the app? as it worked fine before it was updated...  do you have the link for the older version please?

[M_Salman]

Thank you for your response @eleni7 

I’m sorry to hear that the issue with your SAVI 8210 is still ongoing. Since we’ve already gone through the troubleshooting steps, I would suggest testing the headset on a different PC, if possible, to help isolate the issue.

If the issue still persists, I would request you contact our HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman